Contacts
The same person writes from a phone number on WhatsApp, an email address on Monday and an Instagram handle on Thursday. Contacts is where those become one customer with one history, instead of three strangers.
What a contact record holds
More than one phone number and email
A contact can hold several verified identities, matched deterministically rather than guessed, so adding a second number does not create a second customer.
Your own fields
Custom attributes carry whatever your business needs — account number, plan, region, renewal date — and they can be filtered on and used in automation.
Import, export and merge
Bring contacts in from a spreadsheet, take them out again, and merge duplicates when they appear.
Segments your team shares
Save a contact filter once and the whole team can reuse it, in campaigns and in automation.
One panel beside the conversation
While answering, an agent sees the contact's attributes, notes, labels, previous conversations and — where commerce is connected — their recent orders.
Worth knowing
Merging two contacts keeps the campaign, order, ticket and satisfaction history of both: nothing is discarded to make the merge tidy.